Aviation
How Airlines Can Improve Customer Satisfaction, Loyalty
In today’s competitive airline industry, customer satisfaction and loyalty are critical to success. In this article we will be exploring ways that airlines can improve on their customer’s satisfaction.
PERSONALIZED EXPERIENCE
Yes, you read that right. You may wonder how can an experience like commercial flights that is focused on serving hundreds of customers be personalized?
Here are ways airlines can give their customers a personalized experience inspite of the nature of the industry:
DATA ANALYTICS
By collecting and analyzing customer data, airlines can gain insights into their preferences and behavior, and use that information to tailor their travel experiences.
For example, an airline may use data on a customer’s previous travel patterns to recommend flights, seating options, and in-flight amenities that meet their preferences.
By analyzing customer data, airlines can provide personalized recommendations for travel-related services such as hotels, car rentals, and tourist attractions. This can be particularly useful for customers who are unfamiliar with a destination, and can help to enhance their overall travel experience.
TECHNOLOGY
For example, airlines can use mobile apps to provide personalized recommendations, such as local restaurant suggestions or entertainment options, based on the customer’s destination and interests.
Airlines can also use in-flight entertainment systems to offer customized content based on the customer’s viewing history and preferences.
HUMAN INTERACTION
In addition to technology, airlines can also personalize the travel experience through human interaction. Airlines can train their staff to provide personalized service that meets each customer’s needs and preferences.
This could involve personalized greetings, offering special amenities or services, or anticipating and addressing customer needs before they arise.
LOYALTY PROGRAMMES
Airlines can also use loyalty programmes to offer personalized rewards and incentives to customers based on their travel history and preferences.
For example, an airline may offer exclusive lounge access, priority boarding, or free upgrades to customers who frequently fly with them.
FEEDBACK
To ensure that their personalized experiences are meeting customer expectations, airlines should regularly solicit feedback from their customers.
This can be done through surveys, social media monitoring, and customer service interactions.
By listening to customer feedback and addressing their concerns, airlines can continuously improve their personalized experiences and build stronger customer relationships.
Overall, personalization is a powerful way for airlines to improve customer satisfaction and loyalty which can in turn, lead to increased customer loyalty and satisfaction, and ultimately, greater success for the airline.
Aviation
Akwa Ibom Boosts Ibom Air Fleet With Two New Aircraft
In a bold step to strengthen Akwa Ibom’s position in Nigeria’s aviation industry, Governor Umo Eno announced the addition of two new Bombardier CRJ900 aircraft to the fleet of the state-owned airline, Ibom Air, on Friday.
The two aircraft, registered as 5N-CED and 5N-CEE, mark a milestone in the state’s commitment to strategic investment, with the governor stressing that the acquisitions were fully funded by state resources without loans from financial institutions.
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At a welcoming ceremony attended by local officials and residents, Governor Eno emphasized his administration’s mission to drive revenue-generating ventures for Akwa Ibom rather than relying on debt.
He called the move a step toward breaking the cycle of government investments that only serve to pay off loans, vowing that the state’s funds would go towards projects that bring returns to the people.
The governor challenged Ibom Air to turn a profit by 2025, stating that the airline’s management should ensure routes in and out of Uyo remain dependable to prioritize the needs of Akwa Ibom travelers.
“As long as I remain governor, we will continue to use state funds for the benefit of all, not for private gain,” he said, noting that his administration aims to ensure that public investments deliver real value to the state.
Governor Eno also provided updates on several ambitious state projects, including an 18-story commercial complex underway in Lagos and an upcoming 4-star hotel in Abuja, both designed to generate revenue for Akwa Ibom.
Plans for an international market in Ikot Ekpene and the phased opening of a new terminal at the Victor Attah International Airport were also announced, with the airport terminal set for partial operation by December and full activation in early 2025.
Speaker of the Akwa Ibom State House of Assembly, Udeme Otong, commended Eno’s financial management, highlighting that the administration has avoided seeking loans over the past 18 months despite launching significant development projects.
Ibom Air’s Chairman, Pastor Imoabasi Jacob, expressed appreciation for the state’s investment in the airline, which has seen its fleet grow to nine aircraft.
Jacob credited the governor’s support with enabling Ibom Air to boost flight capacity, meeting demand on popular routes such as Uyo-Lagos-Abuja.
Captain Mfon Udom, CEO of Ibom Air, stated that the expanded fleet will improve efficiency and allow the airline to scale up its operations in time for the Christmas travel season.
Udom also noted that the airline anticipates the delivery of nine additional Airbus planes, which will further strengthen Ibom Air’s market presence.
Traditional leaders, including HRM Edidem Ita Edet Okokon III of Okobo Local Government Area, lauded the governor’s leadership, pledging continued support from the traditional institutions.
Anie Essienette, Group Manager for Marketing and Communications at Ibom Air, noted that demand for the airline’s services has surged nationwide, with the new CRJ900 aircraft helping meet this increasing need while the airline awaits further fleet expansion.
Aviation
BREAKING: Private Air Strip Owners Pay Handsomely – Keyamo
Nigeria’s Minister for Aviation and Aerospace Development, Festus Keyamo is of the view that there’s no cause for alarm over the approval of a private airstrip for a religious organisation, which attracted the attention of the House of Representatives.
He took to his verified handle on micro-blogging site, X, on Friday morning to shed light on the subject, and explained that it could be a great source of revenue for Federal Government.
Keyamo asserted that the issue was raised by an honourable member at plenary, out of ignorance, but was “unanimously referred to the Aviation Committee to look into.”
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Keyamo expressed confidence that by the time his Ministry was done enlightening them, “they will be satisfied”.
He added that “the privates air strip owners pay the Federal Government handsomely for these services.”
Keyamo wrote, “I think this is not correct. The House of Reps. as a body did not call on the Minister to revoke the license of any private airstrip.
“I think what happened is that someone moved a motion in that regard and it was unanimously referred to the Aviation Committee to look into it.
“Whilst the intention of the Hon. Member who moved it is very patriotic, it was based on a complete lack of knowledge of the aviation sector.
“By the time we explain to them how private air strips work and the processes they undergo by our agencies before the final approval, they will be satisfied.
“The responsibility of the owners of private air strips is just to build the runway and terminal building. But after they build the control tower in particular, it is completely handed over to the Federal Government through NAMA (Nigerian Airspace Management Agency) which is in complete control of the entire airspace in Nigeria. An MOU is usually signed with NAMA in this regard before the airstrip is approved for operations.
“It is NAMA that provides the Air Traffic Controllers and Engineers in ALL AIRPORTS and AIRSTRIPS IN NIGERIA. And the privates air strip owners pay the Federal Government handsomely for these services.
“No object flies into Nigeria without the prior clearance by NAMA and without filing a clear flight plan, eg, where it is taking off from and where it intends to land.
“And I have recently directed that all aircraft coming into the country MUST first land at our international airports where they would be properly processed and checked before they make their local flights into whatever airport or airstrip they intend to go. So, it is COMPLETELY AND TOTALLY impossible for any private airstrip owner to just jump on an aircraft and fly in and out of the country through that facility. The Federal Government does not permit that. You will not be cleared for take off or landing without prior request and authorisation.
“I thank the Member for his patriotism, but I wish he contacted us first to explain to him before rushing to move such a motion.
“I attach herewith for public consumption the NAMA Act that gives exclusive control of the Nigerian airspace to the Federal Government through NAMA.”
Aviation
Helicopter Crash: Search Still On-going, No Additional Bodies Found
The NNPC Ltd has clarified that beyond the three bodies found in the ill-fated helicopter operated by East Winds Aviation that crashed on Thursday in Port Harcourt, no other bodies have been recovered.
This was contained in a statement in Abuja on Sunday by the Chief Corporate Communications Officer, NNPC Ltd, Olufemi Soneye.
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“The Company further notes that intensified search and rescue operations for the remaining bodies along with relevant authorities is still ongoing.
“Once again, our hearts and prayers are with family members of this unfortunate incident,” the statement added.